The Big M.A.C. Approach: An Innovative Model to Advance Patient Experience Strategy

• Lanie L. Dixon, MBA, FACHE, CPXP | Executive Director, Patient Experience | Atlantic Health
• Cassie Voltzke, OTR/L, CPXP | Patient Experience Transformation Partner | Essentia Health, Duluth, MN

Sometimes we fall into the same pattern when thinking about strategy for patient experience, focusing on the data, metrics, targets, or outcomes. But no strategy would be complete without a sound foundational structure. Over the last five years, Essentia Health has found an innovative, structured approach to forming organizational strategy by consciously layering continuous improvement goals with culture-building tactics and thoughtful performance metrics. Discover in this session that a great patient experience strategy is built just like a great burger with the right foundational first steps through the elements of Methodology, Achievement, and Culture topped with the things that make each organization unique.